We are here to help resolve your complaint
CarpetWays aims to provide a high standard of care to all our customers. Nevertheless, we recognise that sometimes, things do go wrong. With 10's of thousands of orders every year for 100's of thousands of sqare metres of carpets, laminates and vinyl flooring fitted errors can occur. CarpetWays will always be honest and straightforward with all our customers. However if some are not satisfied with our services and have a complaint, we want to know about it. This is how we put it right!
The following process is simple and helps make aware our complaints policy and what to expect from us if things go wrong.
Before making a complaint
If something's not quite as you expected. Normally the best way to deal with this is by speaking to the Store Manager where you placed your order. Our store management teams are here to help and they will do everything they can to find a solution to any concerns you may have. If you purchased from us online then please contact our telesales team by letter, phone or email. If you wish to make a complaint, please find details of how you can do this below.
Use this Our Stores link to find details of the store where you placed your order. (opens in a new window/tab)
How to make a complaint
A complaint can be made via numerous channels. However the first point of contact for all customers will be the store manager, who will resolve the customer’s complaint. If the customer feels they are still not happy with the resolution suggested by the store manager, then please complete our complaints form and a member of our complaints team will look into your issues for you. Please note that when using our online form we do aim to resolve issues as quickly as possible but it may take up to 7-10 working days for a response regarding an outcome of your issue dependant the circumstances. A team member may contact you to gather further information to aid them with your complaint.